Payments

FreedomPay, Verifone research reveals disconnect in payment experiences

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June 13, 2025

There is a "significant" disconnect between how retailers perceive their payment experiences and what consumers are actually encountering and the gap in perceptions may be impacting retail revenue and customer loyalty.

That's a prime finding of a study by FreedomPay and Verifone that also highlights blind spots in payment options, checkout processes and customer data collection, according to a press release.

The study, "Data Says Retailer Perceptions and Consumer Experiences Don't Align," surveyed 150 retailers and 1,000 consumers.

"The future of payments is about getting the solution right — not just in how payments are routed, but also in how terminals are serviced to enhance the shopping experience," Tim Aden, executive vice president of global partners at Verifone, said in the release. "Creating a seamless, secure and reliable payment process that meets the evolving needs of retailers and consumers elevates the entire shopping experience."

Additional findings include:

• A significant majority of retailers (86%) believe their payment experiences are better than their competitors.
• 70% of consumers say the availability of their preferred payment options influences where they shop, yet many retailers are not offering the payment methods consumers want, including mobile wallets and Buy Now, Pay Later.
• Long checkout lines, slow service and technical issues continue to plague the customer experience, with 75% of consumers stating their preferred checkout experience impacts where they shop.